Proposed changes to the ticket offices at our rail stations is attracting much attention and I’ve received many emails and letters from constituents about the situation, in particular in terms of the proposed impact at our own Taunton station.
The Proposals:
Train companies are consulting on plans to modernise customer service across the whole railway network. The proposals will see staff move from behind the ticket office screens to more visible and accessible roles around stations in order to better support customers.
I know ministerial colleagues are keen to see multiskilled, customer-facing staff on railways and at stations which means staff may need to change what they do or how they do it to ensure that passengers get the required service. The aim is for staff to provide a more personal service in future, which can be crucial for those who need additional support at stations and those who cannot or do not want to use contactless or mobile tickets.
It is important to note that ticket offices have seen a significant decline in use over the last decade. In 2022/23, around 1 in 10 transactions occurred at a ticket office, this is down from 1 in 3 a decade earlier and equates to 13 per cent of total revenue, yet the number of ticket offices has not substantially changed.
An estimated 99 per cent of all transactions made at ticket offices last year can be made at Ticket Vending Machines (TVMs) or online and where needed. I understand that TVMs across the network will be improved and upgraded.
I have been assured that no currently staffed station will be unstaffed as a result of any reforms.
Taunton Rail Station
I frequent Taunton station on a regular basis and I have spoken to some of those working there as I pass through to understand what the proposed changes might mean here. I have also been in discussions with GWR who have assured me that Taunton station will remain staffed for the same hours as it is today. There is no change at all to the station opening times, and there will be no changes to access for waiting rooms, toilets and lifts.
There will also be staff at the station to offer advice on tickets/journeys and to help buy tickets through the Ticket Vending Machines, or to offer help and advice on digital purchase.
When proposing major changes operators are required to take into account the adequacy of the proposed alternatives in relation to the needs of passengers who are disabled. I know that the Department for Transport recently hosted roundtable discussions with industry and accessibility and transport groups to discuss this matter. Industry will continue to engage accessibility groups. This is certainly an area that needs to be fully addressed so that everyone feels comfortable and able to use our stations and I shall make that point strongly to Ministers and to GWR itself.
Importantly following these proposed changes it has been made clear that if a customer is unable to buy a specific ticket before boarding the train because it was unavailable at the station, they would be able to buy one during their journey or at their destination.
Taunton is a much used station, it has had significant investment in its upgrade, which I worked closely to achieve with all stakeholders over recent years. This includes the new multi storey car park and junction improvements. Passenger numbers continue to hold up well post-Covid19 and it important that the station can continue to service its customers well to ensure a sustainable future.
Transport Focus, who are conducting the consultation are gathering feedback and I would encourage any of my constituents with concerns to take part by emailing their thoughts to [email protected] . Please note the consultation deadline has been extended to Friday 1 September.
